Systems Analyst

A fantastic opportunity has opened for an experienced Senior Systems Analyst to join a well-established managed IT services environment, providing dedicated support to a major international customer. This is a genuinely hands-on support position, suited to someone with strong Level 2/3 experience who enjoys troubleshooting, working directly with users and taking ownership of technical issues. While the role requires senior-level capability, it isn’t a position where you’ll be removed from day-to-day support - you’ll be comfortable handling everything from complex infrastructure and Microsoft 365 issues through to straightforward user requests when required. You’ll join a dedicated support function servicing users across multiple international locations, including London, New York, Hong Kong and Singapore. The Role Working as part of a dedicated customer support pod, you’ll provide end-user and systems support across a broad Microsoft-focused environment. You’ll act as a senior escalation point while remaining actively involved in the ticket queue and direct user support. Responsibilities will include: Providing Level 1-3 technical support across a global user base Supporting Microsoft 365, Windows 10/11 and desktop environments Administration and troubleshooting across Microsoft 365 and Active Directory Supporting Intune and mobile device management environments Managing Exchange Online and user access Supporting remote users and troubleshooting VPN and VDI connectivity Working with Citrix Cloud and Microsoft Azure VDA/VDI environments Supporting laptops, workstations, thin clients and mobile devices Troubleshooting DNS, DHCP and general network connectivity issues Supporting video conferencing and collaboration technology Managing onboarding, offboarding, devices and asset inventories Logging, managing and resolving incidents through a ticketing platform Providing professional telephone and remote support directly to end users Taking ownership of escalated issues through to resolution

You’ll ideally have several years’ experience within IT support, managed services or another busy customer-facing technical environment. You’ll bring strong experience across areas such as: Microsoft 365 Windows 10/11 Microsoft Intune Active Directory Exchange Online Level 2/3 desktop and systems support Ticketing and incident management Remote user support VPN and connectivity troubleshooting Experience with Azure, Citrix, PowerShell, automation, SCCM, Cisco technologies or financial services environments would be beneficial, but isn’t essential. Just as importantly, we’re looking for someone who enjoys support. You’ll be technically capable enough to deal with complex escalations but won’t see everyday user issues as being beneath you. You’ll need to be personable, approachable and confident communicating with users over the phone, with a strong customer-service mindset and the ability to build relationships with both technical and non-technical stakeholders.

Salary up to £55,000 Fully remote working from Northern Ireland Exposure to a broad Microsoft and infrastructure environment Support for an international customer across several global offices A technically varied role covering everything from end-user support through to Level 3 troubleshooting Opportunity to join an established managed services environment with significant enterprise customers Interviews are taking place immediately, and the business is keen to move quickly for the right person.

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